Job Overview
- Ensures IT processes and procedures are followed.
- Provide Tier 1 service desk support to end users.
- Identifies and escalates support requests that are symptomatic of an unresolved underlying problem in IT equipment or services.
- Records all relevant information including progress accurately in the Service Request in ITSM Tool (ServiceNow) in accordance with KPMG Policy and Processes.
- Accurate diagnosis of root cause – Incident or Request. Resolution actioned or assigned task(s) to appropriate Repair Authority(s) with the required information within agreed service levels.
- Minimises customer impact by providing workarounds where possible.
- Other duties as requested by Technology Services Management.
- Participate in an on-call roster if requested by the team leader where applicable.
- Provide support to KPMG Office IT users.
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